Ordered a towel set for a Christmas gift and received my goods to have one towel faulty , I email with photos to receive a reply back (see below)

Thanks for sending the images. We have accessed the images, these images show no fault. In 2 images the piles are on the other side in an area and other image a pile is out which is part of bamboo being silky soft. All the 100% bamboo towels have these things as they are super soft. If you still want us to replace the towel, you will have to return the towels to us and once we have checked the towels, we will check and replace or return the towels.
Hope that helps.
I sent another photo which is showing clearly a hole.
To get a reply back asking me to confirm which towel was faulty and a replacement will be sent straight out because it was a Christmas present.
Which I am still waiting for, I have emailed every week asking for my replacement and not heard anything back from them.
I find the customer service is totally unacceptable.

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